Dynamic Performance Optimizer

This role involves overseeing service levels across various internal and external locations, lines of business, and products in accordance with contractual agreements and internal goals.

The primary responsibility is to manage and balance service levels for a company, ensuring timely communication regarding account performance to all relevant parties.

• Data updates and processing for real-time performance analysis are crucial aspects of this position.
• The analyst must obtain quantifiable performance figures to make critical recommendations addressing account performance issues.
• Managing and monitoring the queue for Operations accounts against service level attainment is also essential.
• The analyst should proactively respond to queue changes with action plans, communicating effectively with Operations Management.
• This role serves as the central point of communication regarding account performance, cascading vital information to key decision-makers.
• Escalating relevant information on account performance to Management and ensuring proper documentation on major incidents is also required.
• Staying up-to-date on new policies and procedures addressing day-to-day issues specific to accounts is necessary.
• The analyst must provide information on key issues and challenges in attaining service levels and devise necessary responses to resolve such matters.
• Ensuring passing service levels for each Operations account by engaging in real-time management of the queue is critical.

Additional duties and responsibilities may be assigned.

• Frequent and reliable attendance, punctuality, and accountability are expected.
• Active engagement and responsiveness to internal communications are essential.
• The ability to seek information and be self-reliant is important.
• Critical thinking and problem-solving skills, along with the ability to think on one's feet, are necessary.
• Judgment and trustworthiness are also required.
• The ability to express opinions professionally is encouraged.
• A willingness to work humbly and accept coaching for continuous improvement is expected.
• Cultivating a team culture aligned with Compass' values and promoting a positive work environment is essential.
• Possession of knowledge or relevant experience in real-time analytics is required.
• The ability to summarize, visualize, and present data, including key call center metrics, is necessary.
• Analytical skills to review information, analyze data, and make recommendations for improvement are required.
• Strong communication skills to keep employees informed and ensure awareness among staff members are essential.
• Organizational skills to manage tasks, prioritize responsibilities, and meet deadlines are necessary.
• Ability to handle pressure in fast-paced situations and adapt to rapid changes in information, process, direction, or immediate workflow.

• A high school diploma or equivalent, along with a minimum of 1 year of WFM or related experience, is required.
• A strong internet connection capable of supporting online systems and applications is necessary.
• Ability to see, talk, and hear to communicate verbally and in writing.
• Capacity to operate a computer/laptop and a headset.
• Capability to perform all job duties while sitting and/or standing for extended periods (i.e., an 8-hour shift).
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail are necessary.
• Proficiency with computers, software applications, phone systems, etc.